Advanced Public Safety 911 Call Reporting Software
We’ve all heard the saying “You can’t manage what you don’t measure.” Nowhere is this truer than in the emergency communications center where call handling, response times and quality of service can literally mean the difference between life and death.
All emergency communication centers have performance targets they strive to meet – but it’s not always easy to effectively and efficiently track performance against them. Do you spend hours upon hours compiling statistics and sorting through data? How accurate and timely are the results?
There is a better way.
NICE Inform Elite’s Incident Intelligence dashboards can help your 911 center stay on top of performance targets and out of the media spotlight. The dashboards uniquely consolidate data from CAD, telephony, radio, and the NICE Inform Evaluator QA system to provide near real-time snapshots of performance across multiple dimensions, including: call volumes, call durations, speed of answer, hold times, dispatches, dispatch times, on-scene response times, quality assurance scores, and more – with the ability to drill down to listen to associated audio recordings for granular insight.
NICE Inform Elite’s Incident Intelligence drill-through dashboards give you up-to-the-minute performance metric viewable on desktops, wallboards and mobile tablets. All information is presented in easily digestible charts, graphs and maps. Isolate metrics for different shifts, telecommunicators, CAD incident types, etc., to determine where staffing, training and operational improvements can be made.
NICE Inform Elite also indexes CAD comments to create word clouds which can be visualized through the dashboard. The more frequently a word is used, the larger and closer to the center of the cloud it will appear. Managers can click on words of interest to drill down to associated call recordings and data.